Merchant Operations Supervisor

PayJoy, Inc; Jakarta Pusat; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

PayJoy, Inc invites a Merchant Operations Supervisor to Indonesia to oversee onboarding, partner support, and process improvements. You will mentor a team, align with Commercial and Finance teams, and ensure merchant experiences meet PayJoy standards across countries.

The role emphasizes building scalable processes, localizing procedures for Indonesian partners, and delivering insights to stakeholders while maintaining strong relationships with merchants and clerks.

Qualifications

• Native Bahasa Indonesia and excellent English, both verbal and written.
• 3–6 years in merchant support / business support (finance industry preferred).
• Strong, hands-on understanding of Merchant KYB.
• Experience administering Zoho end-to-end (config, workflows, modules).
• Proven people management — has directly led at least 3 subordinates.
• Strong operations mindset with SLA-driven experience.
• Detail- and process-oriented with solid data analysis capability.
• Comfortable with Google Workspace and/or Excel.
• Bachelor's degree or equivalent.
• Willing to work on-site in the SCBD area in Jakarta.
• Reliable home internet for occasional remote work.
• Experience building and maintaining API integrations between Zoho and other systems.
• Strong SQL and Python skills for deeper analysis and automation.
• Experience with Zendesk or other CRM/support platforms beyond Zoho.
• Track record scaling operations in a high-growth fintech environment.

Responsibilities

• Partner Support & Operations: Handle partners’ queries, support requests, and operational coordination.
• Documentation & Onboarding: Manage merchant/partner onboarding, including documentation and data entry.
• Store Management: Oversee store-related tasks, clerk management, and operations.
• Operational Efficiency: Optimize processes and ensure cross-team collaboration.
• Provide technical guidance to customers on product usage.
• Document and elevate merchant console issues to higher-level support.
• Standardize, localize, and run onboarding and support processes.
• Act as a subject matter expert on partner concerns.
• Provide accurate information using the right tools and methods.
• Provide weekly reports with recommendations for merchant experience.
• Supervise data reconciliation of payments and disbursements with Finance.

Skills

Bahasa Indonesia (native)

English (excellent)

People management

Operations mindset

Data analysis

Education

Bachelor's degree or equivalent

Tools

Zoho end-to-end

Google Workspace

Microsoft Excel

Zendesk

API integrations (Zoho & systems)

SQL

Python

Job description

About PayJoy

PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.

This role

About the role

Merchant Operations is dedicated to providing administrative support in conjunction with internal and external stakeholders, to foster a satisfactory and positive relationship between PayJoy and our partners.

The Merchant Operations Supervisor for PayJoy Indonesia will be tasked with taking care of the admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders. The perfect candidate should be comfortable mentoring and guiding a team, comfortable with people across the organization, and focused on improving processes and issues found to ensure a great customer (admin, merchant, and clerk) experience.

In this role, they will own, monitor and improve merchant support metrics (e.g. onboarding turnaround time, requirement completeness, etc). Additionally, the hired candidate will report to the Operations Manager, forge strong alliances with the Commercial team in Indonesia, and interact with other business operations and merchant support team members from other PayJoy-operating countries, ensuring they perform according to local expectations. This role will follow the standardization of PayJoy global merchant support metrics and initiatives (e.g. aligning a common cross-country approach for merchant support quality assurance ratings), seek for optimization of resources (e.g. creating guidance documents from the tools we are using), and manage reporting tasks. This role will be instrumental in the newly launched operations.

Responsibilities

• Partner Support & Operations: Handle partners’ queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS

• Documentation & Onboarding: Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.

• Store Management: Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.

• Operational Efficiency: Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.

• Provide technical guidance to the customer on using a product or service effectively and efficiently.

• Document and elevate issues they encounter with the merchant console and elevate complex issues to higher-level support personnel.

• Standardize, localize, and run the partners' onboarding and support processes

• Act as a subject matter expert regarding specific issues and concerns raised by the partners

• Provide accurate, valid, and complete information by using the right methods/tools

• Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers

• Supervise the data reconciliation of payments and disbursements to be coordinated with Finance departments

Requirements

• Native Bahasa Indonesia and excellent English, both verbal and written

• 3–6 years in merchant support / business support (finance industry preferred)

• Strong, hands-on understanding of Merchant KYB

• Deep experience administering and managing Zoho end-to-end (configuration, workflows, modules)

• Proven people management — has directly led at least 3 subordinates

• Strong operations mindset across both manual and automated workflows, with experience working to strict SLAs

• Detail- and process-oriented

• Solid data analysis capability

• Comfortable with Google Workspace (Sheets, Docs, Slides) and/or Microsoft Excel

• Bachelor's degree or equivalent

• Willing to work on-site in the SCBD area and able to thrive in a fast-paced environment

• Aligned with PayJoy's principles and culture

• Reliable home internet for occasional remote work

• Experience building and maintaining API integrations between Zoho and other systems

• Strong SQL and Python skills for deeper analysis and automation

• Experience with Zendesk or other CRM/support platforms beyond Zoho

• Track record scaling operations in a high-growth fintech environment

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening